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Leading the technical support field with tips and insights from experts around the globe, exclusive research, and strategies for all segments of the industry, HDI's SupportWorld helps you become the expert in technical support and service management. Here you’ll find information on:

  • Strategy and best practices
  • Processes and procedures
  • Service management
  • Knowledge management
  • Technology
  • Workforce management
  • Customer Experience
  • Technical support
  • Metrics and measurements

Beyond the archives of valuable content, new articles are released every week.

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The Latest from SupportWorld

 
Knowledge management is the future of IT support—but not as we know it today. The reality is, IT’s view of managing knowledge is significantly challenged by modern methodologies.
Tag(s): business of support, future of support, KM, knowledge management, support center, supportworld
Date Published June 16, 2015 - Last Updated February 20, 2024

 
Shadow IT is just a new flavor of outsourcing, empowered by the cloud and mobility. For IT to address it, it needs to build powerful relationships, but first, it needs to be seen by the business as a partner in the organization’s success.
Tag(s): business of support, future of support, technology, shadow-it, supportworld
Date Published June 9, 2015 - Last Updated May 11, 2016

 
Security and support aren’t covered with anywhere near the regularity of other aspects of the Internet of Things. But when you scratch the surface, they’re every bit as important to enterprises as usability and functionality.
Tag(s): future of support, internet of things, security management, technology, supportworld
Date Published June 9, 2015 - Last Updated May 11, 2016

 
Self-service: The phrase evokes deep emotion in customers and support personnel alike, though they perhaps occupy opposite ends of the spectrum. But take heart, support professionals—self-service is possible!
Tag(s): self-service, support center, business of support, future of support, supportworld
Date Published June 2, 2015 - Last Updated May 11, 2016

 
From students to executives, finding solutions to improve efficiency, productivity, and communication has become vital. These end users are trying to excel in their work, and while they don’t mean to cause harm, in most organizations this desire leads to the use of applications, services, and...
Tag(s): supportworld, infographic, shadow-it
Date Published May 26, 2015 - Last Updated March 10, 2021

 
If you have a job and you give it to someone else, that’s a bad thing. That’s been the traditional view of outsourcing, but there’s a different perspective to consider: Outsourcing is a solution, not the solution.
Tag(s): business of support, future of support, insourcing, outsourcing, rightsourcing, service desk, service providers, sourcing, support models, supportworld
Date Published May 26, 2015 - Last Updated May 11, 2016

 
IT professionals need to adapt to today's changing culture or we risk becoming extinct. It is no longer all about the technology; it’s about partnership and solutions, where technology becomes transparent and unobtrusive.
Tag(s): culture, future of support, support center, supportworld
Date Published May 19, 2015 - Last Updated May 11, 2016

 
Trusted advisors will play a pivotal role in the new world of IT. Cinda Daly sat down with industry thought leaders Malcolm Fry and Phil Verghis to learn more about how businesses can take advantage of this opportunity.
Tag(s): business of support, business value, supportworld
Date Published May 19, 2015 - Last Updated May 11, 2016

 
Fifteen years ago, support at Petrobras was highly decentralized, with each of the company’s individual areas receiving user support from dedicated IT teams. There were no provisions for behavioral training or career-pathing, and the many IT teams providing support weren’t referencing best...
Tag(s): process management, process, service management, process-improvement, customer experience, customer satisfaction, employee engagement, employee satisfaction, supportworld
Date Published May 7, 2015 - Last Updated May 11, 2016

 
The growing trend toward BYOD will continue to pose challenges for allocating service desk resources more creatively and accommodating users’ needs.
Tag(s): best practice, byod, service desk, business value, technology, supportworld
Date Published May 1, 2015 - Last Updated May 11, 2016